Customer Service Representative

Advanced Search Group; Manama; Presencial; BHD 6000 - 11 000; Tempo integral

Resumo da oferta

Advanced Search Group is hiring a Customer Service Representative to handle high-volume support across phone, email, and chat in a fast-paced environment. You will be the frontline voice, resolving inquiries, updating knowledge bases, and collaborating with Product and Operations to enhance customer experience.

The role emphasizes first-contact resolution, effective ticket management, and maintaining quality interactions while upholding GDPR/HIPAA compliance where applicable.

Qualificações

• 1–2+ years in call center or support roles.
• Experience using Salesforce Service Cloud.
• Excellent written and verbal English; strong typing and proficiency with Microsoft Office & Google Workspace.

Responsabilidades

• Handle high-volume customer support across phone, email, and chat.
• Aim for first-contact resolution; escalate complex issues to Tier 2 or technical teams.
• Manage tickets & SLAs; maintain organized records and documentation.
• Update internal knowledge bases with new solutions and templates.
• Collaborate with Product and Operations to improve customer experience and product quality.

Conhecimentos

Empathetic

Strong communicator

Multitasking

Typing

Ferramentas

Salesforce Service Cloud

Zendesk

Freshdesk

Google Workspace

Microsoft Office

Descrição da oferta de emprego

Industry Human Resources and Recruitment Services

About the role

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat.
You’ll be the frontline voice of the company, responsible for:

• Delivering a positive support experience

If you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you.

What you’ll own

Customer interaction & issue resolution
Handle 50–100 daily support tickets using platforms like:

• Salesforce Service Cloud

Respond via:

• Phone
• Email
• Live chat
• Social channels

Aim for first-contact resolution (FCR)
Escalate complex issues to Tier 2 or technical teams

Ticket & SLA management
Prioritize tickets based on urgency and SLA requirements
Track and manage open cases to ensure timely resolution
Document all interactions clearly in the system
Maintain organized and complete ticket records

Knowledge base & efficiency
Update internal knowledge bases and FAQs
Create and improve:

• Response templates
• Macros

Help reduce repetitive tickets through better documentation

Customer experience & feedback
Communicate with empathy and professionalism
Capture customer feedback (CSAT, NPS)
Identify recurring issues and flag trends
Escalate negative experiences for quick resolution

Collaboration
Work closely with:

• Product
• Operations teams

Provide insights to improve customer experience and product quality

Compliance & quality
Ensure compliance with:

• GDPR
• HIPAA (if applicable)

Maintain confidentiality when handling customer data
Follow quality standards for all interactions

What success looks like

• High first-contact resolution rates
• Fast response and resolution within SLA
• Clean, organized ticket management
• Positive feedback from customers and leadership

What makes you a strong fit

• Patient, empathetic, and customer-focused
• Strong communicator (written and verbal)
• Comfortable handling high ticket volumes
• Organized and detail-oriented
• Adaptable across different industries and customer types

Requirements (must-have)

Experience
1–2+ years in:

• Call center
• Support roles

Experience using at least one platform:

• Salesforce Service Cloud

Skills
Strong typing and multitasking ability
Excellent written and verbal English
Proficiency with:

• Microsoft Office
• Google Workspace

Ability to manage multiple tickets and priorities simultaneously

Nice to have

• Industry exposure:
• SaaS
• E-commerce
• Finance
• Experience in KPI-driven environments
• Familiarity with:
• Chatbots
• AI-powered support tools

Tools you’ll use

• Zendesk / Freshdesk / Salesforce Service Cloud
• Email & chat systems
• Knowledge base tools
• Internal collaboration platforms

What a typical day looks like

• Review and prioritize incoming tickets
• Respond to customer inquiries across channels
• Resolve issues or elevate when needed
• Update knowledge base with new solutions
• Collaborate with internal teams on complex cases
• Track feedback and improve support quality
• Clear or update ticket queue before end of day

In short:
You ensure every customer interaction ends with clarity, professionalism, and resolution.

• Average handle time (AHT)
• SLA adherence
• Initial phone screen
• Video interview with recruiter
• Practical task (handle sample tickets)
• Client interview